About us
At Modena360, we are committed to providing top-notch IT support to our clients. We believe in continuous learning and development, ensuring our team members stay ahead in the ever-evolving IT landscape
Qualifications & experience
* Proven minimum 2 years experience as a Helpdesk Technician or other customer support role in an MSP
* Excellent communication skills, both verbal and written
* Strong problem-solving skills and ability to work under pressure
* Experience using ConnectWise or Autotask ticketing systems
* Experience with ITGLUE for documentation
* A willingness to continuously acquire IT-related certifications every year, including but not limited to CompTIA, Microsoft, and Kaseya
* CompTIA A+, Network+, or Security+ certification
* Experience with Kaseya or other remote management tools
Tasks & responsibilities
* Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
* Respond to customer queries via email, or phone in a timely and professional manner ensuring SLAs are meet.
* Diagnose and resolve technical hardware and software issues.
* Install, modify, and repair computer hardware and software.
* Document internal procedures and troubleshooting steps.
* Escalate complex issues to appropriate teams as needed.
* Assist with project work as required.
Benefits
* Competitive salary and benefits package
* Support in obtaining IT certifications with training material and exams covered by Modena360
* Opportunities for professional growth and development
* 6-month probation period with a review and potential for hybrid work arrangement thereafter